Customer Service Representative

Duties:

• As a Customer Service Representative in the Contact Center for John Deere Financial (JDF), you will be researching and resolving North American inquiries received via inbound calls from customers and dealers on a variety of finance products to achieve service level
• This position completely works in night shift and supports United States Job Timings: US shift 6.30 P.M.- 4 A.M (8 months) / 7.30P.M- 5 A.M. (4 months)
• Document customer and dealer interactions and enter descriptive information online in order to provide history and track issue resolution
• Resolve and make business decisions on escalated and complex questions while referencing multiple screens and/or documents
• Track trends and identify streamlined processes for customer, dealer and product concerns and inform/provide feedback to appropriate departments or units
• Support in troubleshooting technical online requests, such as helping customers reset passwords, navigate JDF websites, etc.
• Delivers on key performance indicators around quality, effort, productivity and accuracy while adhering to legal expectations and procedures.

Required:

• Proficient listening and comprehension skills in English
• Clear written and verbal communication in English with usage of proper grammar and an accent understandable by the customers.
• High level of patience and customer centricity in resolving customer services requests.
• Proficient in using Microsoft Office applications plus, intranet and internet.
• Able to multi-task and work well in a fast-paced environment.
• Experience independently gathering appropriate information and diagnosing the cause of a problem before taking action with the ability to make independent decisions
• Experience with negotiation and conflict resolution, along with strong attention to detail and basic math skills
• Knowledge of installment, revolving and leasing finance products is preferred.

Desired:

• Experience in Banking and Financial Services Industry customer support services catering US Customers (1-3 yrs)
• Experience working in customer service or related customer-oriented environment in an International Call Center Setup (1 - 3 years)
• Experience in using Excel, Microsoft Word and other Microsoft tools. (1 - 3 years)
• Work experience in a team environment. (1 - 3 years)
• Experience with transaction data entry and processing. (1 - 3 years)

Education:

• Graduate or postgraduate in any discipline